Envox Worldwide Accelerates the Transition to Next-Generation IVR Solutions with the Envox IVR Upgrade Program
28 June 2006
Envox Worldwide, a leading global provider of voice solutions, today announced that it has launched the Envox IVR Upgrade Program that will enable organizations to replace their legacy IVR (interactive voice response) systems with next-generation solutions. These new Envox-based VoIP and speech-enabled solutions can increase automation rates by 100% or more, reduce total cost of ownership by 50% or more and ensure outstanding customer interactions.
"The world is filled with dead-end IVR systems that are undermining customer satisfaction and retention objectives," said Mark D. Flanagan, president and CEO of Envox Worldwide. "These legacy IVR systems carry exorbitant maintenance fees and add unnecessary cost to an organization's overhead. It has become apparent that these legacy IVR systems, which are based on proprietary hardware, software and interfaces, have failed both the organizations and customers that they were designed to serve."
Envox created the IVR Upgrade Program to fill a significant void in the marketplace. Competitive disruptions in the market, as well as the ongoing evolution of technology, have left many enterprises and service providers with IVR systems that have become a "dead end" rather than a pathway to the future. Their IVR systems have either been declared "end of life" by their providers, or face an uncertain future as a result of the ongoing merger/acquisition activity in the industry. Still other organizations are being held back by old IVR systems that:
* Have excessive maintenance costs -- often 50% higher than those of
next-generation solutions
* Restrict ability to adapt solutions -- often requiring a forklift
upgrade or costly professional service fees even for minor changes
* Frustrate callers with complicated menus
* Can't deliver necessary self-service applications because of poor
integration with enterprise systems
* Lack CTI capability so that customers have to repeat information at each
stage of the call
* Do not provide a roadmap to VoIP and other critical technologies and
standards
* Are not compatible with natural language speech technologies which can
deliver a superior customer experience
In short, these legacy IVR systems are preventing organizations from offering an acceptable level of service and support to their customers.
"We are seeing a great deal of confusion on the part of businesses that do not have a clear roadmap to the future with their existing IVR systems," said Daniel Hong, senior voice business analyst at Datamonitor. "The IVR Upgrade Program that Envox has introduced provides an ideal solution for these
organizations with the added benefit of lower cost, high performance solutions from a hardware and software perspective."
The Envox IVR Upgrade Program will enable any enterprise or service provider to upgrade its legacy IVR system to a next-generation voice solution customized to address their specific needs, regardless of the application, the industry, the network type (VoIP or TDM), or the user interface (speech or DTMF). Customers buying a next-generation solution through the Envox IVR Upgrade Program will receive special pricing on the software and telephony resources used to build the solutions, including Envox's award-winning standards-based platforms and rapid development tools, and Intel's Host Media Processing (HMP) software and IP gateways. This combination of products delivers outstanding price/performance compared to legacy IVR systems, allowing organizations to upgrade to a next-generation Envox-based solution for less than the maintenance costs on their existing systems.
From Envox's perspective, "next-generation" voice solutions must include the following in a cost-effective and well integrated manner:
* IP telephony -- IP telephony provides dramatic and far reaching cost
savings by eliminating toll costs, reducing administration costs and
lowering maintenance fees.
* Personalized customer interactions -- Envox-based IVR solutions enable
seamless information flow through CTI capabilities such as screen pops,
arming contact center agents with the information they need to
personalize the call and satisfy their customers on the first call.
* Natural language speech user interfaces -- Advanced speech recognition
technology can eliminate the complexity of touchtone IVR menus and
boost automation rates by 100% or more.
* Business systems integration -- Envox solutions are based on the latest
IT and communications standards so they integrate easily with existing
business systems such as the PBX, CRM system, order entry system and
enterprise application servers.
* Web technologies -- Envox solutions leverage VoiceXML and Web services
so that next-generation IVR solutions snap right into distributed Web
architectures and are easily maintained by IT departments.
"Organizations are often frustrated with the limitations of their old IVR systems and by the high maintenance fees that they have to pay," said Christopher Mills, general manager -- Americas, Servion Global Solutions, a leading provider of Customer Interaction Management solutions and systems integrator delivering voice solutions as part of the Envox IVR Upgrade Program. "A next-generation IVR solution from Envox is a win for everyone. Envox enables us to alleviate the existing frustration, improve the overall-customer experience and generate incremental revenue."
Quentris, an Envox Worldwide customer, has already seen the value of an Envox-based "next-generation" voice solution first-hand. "Working with Envox has proven to be an extremely cost-effective decision for us," said Peter Edel, advanced technology manager, Quentris. "We've been able to deploy new VoIP-based IVR solutions for our customers in a very short period of time, and, at a significantly lower cost than would have otherwise been possible."
To move to an Envox-based next-generation IVR solution, and take advantage of the special pricing available through the Envox IVR Upgrade Program, contact Envox Worldwide today. This time-limited program is available immediately in the Americas and runs through December 31, 2006. The program will also be rolled out shortly in the APAC and EMEA regions. To learn more about the program, please visit http://www.envox.com/next-gen-ivr.
About Envox Worldwide
Envox Worldwide is a leading global provider of voice solutions. The company's software and related services dramatically reduce the time, cost and complexity of creating voice solutions. These products and services enable enterprise customers and service providers to significantly reduce operating costs, improve customer satisfaction and retention and generate new revenue streams. Headquartered in Boston, Envox's products and services are available through a network of global channel partners. For more information, please visit http://www.envox.com.
For more information, contact - Gretchen Clarke - +1 508 871 7603 or Darby Johnson - +1 603 559 5809, djohnson@beaupre.com.
Source: prnewswire
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